We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 368 results
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Decision Reference DRN-4383912
12 Oct 2023 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4383912 The complaint Mr and Mrs L complain that Accredited Insurance (Europe) Ltd (“AIL”) has offered a reduced settlement for a claim they made under their buildings insurance policy. Mrs L has primarily dealt with things and been represented at times. For simplicity, I’ll refer to h... (5 pages)View decision -
Decision Reference DRN-4840388
28 Sep 2024 Chaucer Insurance Company Designated Activity Company UpheldInsuranceDRN-4840388 The complaint Mr and Mrs A complain that Chaucer Insurance Company Designated Activity Company (“Chaucer”) unfairly declined a claim made for fire damage to their rental property. Any references to Chaucer in this decision include its appointed agents. What happened In Novem... (2 pages)View decision -
Decision Reference DRN-4040413
19 Nov 2023 Allianz Insurance Plc Not upheldInsuranceDRN-4040413 The complaint Mr C, on behalf of L – a limited company – is complaining about the way Allianz Insurance Plc has handled a claim L made on its commercial property insurance policy. Both Mr C and Allianz have instructed agents to act on their behalf. For ease of reference, I’ll r... (5 pages)View decision -
Decision Reference DRN0708632
28 Jun 2013 AXA Insurance UK Plc UpheldInsurance (excluding PPI)Mrs K is dissatisfied with the offer of settlement made to her by AXA Insurance UK Plc in relation to a claim for escape of water made under her home insurance.backgroundIn May 2011, Mrs K contacted AXA to make a claim on her policy following an escape of water at her home. The appoin... (2 pages)View decision -
Decision Reference DRN-2092747
6 May 2021 Fairmead Insurance Limited UpheldInsuranceDRN-2092747 The complaint Mr and Mrs S complain about the way that Fairmead Insurance Limited has handled their home insurance claim for damage caused to their house by a fallen tree. What happened Mr and Mrs S’s home was damaged by a 70ft local authority owned tree, situated on their boun... (5 pages)View decision -
Decision Reference DRN-3570339
30 Jun 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3570339 The complaint Mr S1, Mr S2, Mr S3 and Mrs S have complained about their home insurer AXA Insurance UK Plc in respect of a settlement it made following damage to their property when a boundary wall fell. The complainants are co-owners of the property. But Mr S1 has mainly dealt ... (4 pages)View decision -
Decision Reference DRN-4121745
8 Jun 2023 Jelf Insurance Brokers Limited Not upheldInsuranceDRN-4121745 The complaint G complains that Jelf Insurance Brokers Limited gave it incorrect information at inception and renewal of its landlords insurance policy that led it to be underpaid by the insurer following a claim. As a director of G, Mr B brings the complaint on its behalf. He h... (3 pages)View decision -
Decision Reference DRN6616087
30 Mar 2020 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsurance (excluding PPI)Mr and Mrs H are unhappy with the way The National Farmers’ Union Mutual Insurance Society Limited (“NFU”) has handled their claim for damage to their business caused by a fire.backgroundI issued my provisional decision on this complaint in February 2020 explaining that I was intending to ... (12 pages)View decision -
Decision Reference DRN-5064422
7 Oct 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5064422 The complaint Mr K complains about AXA Insurance UK Plc’s handling and settlement of his home insurance claim. What happened The background to this complaint is complex and is well known to both parties, so I’ll provide only a brief summary here. I’ll concentrate on the issu... (7 pages)View decision -
Decision Reference DRN9273672
21 Dec 2017 Cotters Insurance Services Ltd Not upheldInsurance (excluding PPI)T, a manufacturing business, complains that the commercial insurance policy recommended by Cotters Insurance Services LTD (Cotters) was unsuitable because its buildings cover was inadequate.backgroundIn 2005, T appointed Cotters to arrange insurance on its behalf. Cotters ... (3 pages)View decision
